Support for Twitter’s New Quick Replies Feature Lets Brands Combine
Simple Automation and Human Service

SAN FRANCISCO – November 1, 2016 – To tackle the ever-increasing volume of
queries brands receive on social media, Lithium is bringing to market new
capabilities within Lithium Response that let customer care agents automate simple
tasks including gathering customer information and answering straightforward
questions like flight updates and order status. Building on Twitter’s new quick
replies in Direct Messages feature, Lithium customers can now funnel automation capabilities into Lithium
Response to give customers accurate answers, timely answers, and – when
necessary – personalized answers.

“Social has become
the go-to channel for consumers to get their questions answered, and brands
need to find ways to scale and improve their customer service strategies,” said
Katy Keim, CMO of Lithium. “With these new capabilities, we’re helping brands
automate the straightforward parts of interactions so agents can focus their
time and energy in the right places – solving complex customer problems,
educating customers on products and services, and working through challenges
unique to each customer that require a human touch.”

“Lithium Response has the tools our agents need to reply
efficiently, allowing them to spend more time creating a personal experience
for the customer,” said Patricia Jimenez, Global Senior Manager, Social Marketing Operations,
Spotify. “These automation features will free up even more time for them
to be creative and have fun with their work, resulting in much higher customer
satisfaction.”

“Lithium Response has already helped us significantly reduce
our response times from over 24 hours to under three minutes,” said Tim Lopez,
Head of Global Social Media Customer Care, Symantec. “These new Twitter
automation capabilities in Lithium Response have the potential to further
streamline a ton of repetitive tasks for our agents, while still keeping the
human element in our engagement.”

About Lithium: Lithium builds trusted
relationships between the world’s best brands and their customers, helping
people get answers and share their experiences. Customers in more than 34
countries rely on Lithium to help them connect, engage, and understand their
total community. With more than 100 million monthly visits over all Lithium
communities and 750 million online profiles scored by Klout, Lithium has one of
the largest digital footprints in the world. Using that data and the company’s
software, Lithium customers boost sales, reduce service costs, spark
innovation, and build long-term brand loyalty and advocacy. To find out how
Lithium can transform your business, and to share the experience enjoyed by 300
other leading brands around the world, visit www.lithium.com, join our community at community.lithium.com, or follow us on Twitter @LithiumTech.
Lithium is a privately held company headquartered in San Francisco.

The Lithium®
logo is a registered Service Mark of Lithium Technologies. All trademarks and
product names are the property of their respective owners.